Call Design North America
Michelle Gaffney has accumulated extensive work experience in the field of sales and operations, particularly within the contact center industry. Michelle is currently the CEO of Call Design North America, where they focus on improving service levels, increasing utilization, automating processes, and enhancing agent engagement. Prior to their current role, Michelle held the position of Vice President of Sales and Operations at the same company.
Before joining Call Design, Michelle worked as a Solutions Sales Executive at NICE Systems from 2011 to 2013. Michelle also served as a Sales Director at HyperQuality from 2010 to 2011.
Michelle's career in sales and operations started at Aspect Software in 2006, where they served as a Sales Manager responsible for the growth and delivery of contact center applications for the Americas. Michelle focused on unified communications and collaboration, enabling businesses to achieve increased customer satisfaction, improved productivity, and lower costs.
Prior to Aspect Software, Michelle worked at PayPal as a Senior Manager of Workforce from 2005 to 2006. In this role, they managed a significant headcount increase and collaborated with various departments to drive results and maintain employee satisfaction.
Michelle's early career includes experience as a Sales Engineer at Aspect Communications from 1998 to 2005, and as a Software Engineer at IDX from 1996 to 1998.
Michelle Gaffney completed their BA in Mathematics from Boston University, where they studied from 1992 to 1996. Following this, from 2020 to 2022, they attended Vanderbilt University - Owen Graduate School of Management, although the details regarding their degree name and field of study during this period are not provided.
This person is not in any teams
Call Design North America
Since 1999, we’ve cultivated a process that includes our combined experience, consultative approach and market leading technologies to ensure the right people are in the right place with the right skills at the right time to provide your customers with optimal service and quality. We help ensure your employees are fully engaged and aligned with the goals of your organization, performing like your best performers. We work at an enterprise-wide level to put the best tools in place for an unparalleled customer experience. Specializing in Workforce Management and Optimization sales, consulting, support and hosting. Aspect Workforce Management, Performance Analytics, Quality Management and Contact Recordings, Speech Analytics, Desktop Analytics, Back Office Optimization, and Intradiem Intra-day Automation. All of this implemented and supported by a team of highly-experienced individuals who are passionate about Workforce Optimization, and dedicated to your success. How can we help you realize your goals of constant customer experience excellence, increased employee engagement, and creating a culutre of continuous improvement?